Increase the service level to your organization, keep your agents happy and lower your cost per incident by using relevant knowledge to incidents and problems.

ComAround Knowledge™ app for ServiceNow makes it easy for service desk agents and end users to access and use knowledge to solve incidents and problems. The service desk agent or end users starts to type it in a new incident in ServiceNow, the app starts to search and presents relevant knowledge articles. The service desk agent includes the knowledge article related to end user’s problem when responding back to the end user. Or the end user finds the relevant article themselves via self-service and closes the incident with no personal contact with the service desk.

– We have several customers that use ServiceNow as their ITSM tool, says Erik Evlinger. The app will make it much easier for our customers to connect ComAround Knowledge™ with ServiceNow to solve more incidents and problems with relevant knowledge. With just a few clicks you are ready to leverage the knowledge in the organization.

About ComAround

ComAround specializes in knowledge management and self-service. Professional support organizations around the world use the solution, ComAround Knowledge™, to automate and enhance their support delivery by capturing, structuring, and sharing knowledge throughout the organization. The tool is KCS Verified v5 and can be easily integrated with ITSM tools thanks to ComAround Connect. ComAround’s specialists also provide KCS certification training.

A web browser created specifically for Windows 10.

ComAround Knowledge™ is an easy-to-use tool for gathering, organizing, and sharing knowledge. The tool contains a library with thousands of knowledge articles on the most common office applications including Windows, Outlook, Office, Apple, and Adobe. These knowledge articles are a great way for support organizations to get started with Knowledge Management and Self Service.

ComAround adds more knowledge articles for Microsoft Edge Anyone who uses ComAround Knowledge™ can easily add articles in their portals. Microsoft Edge is a web browser built specifically for Windows 10. Here are some of the browser’s smart features.

This certification demonstrates increased reliability and scalability of ComAround Knowledge™ to handle international growth.

Professional support organizations around the world use the knowledge management tool, ComAround Knowledge™, to automate and enhance their support delivery by capturing, structuring, and sharing knowledge throughout the organization.

Since a year ago ComAround moved their entire solution to the Microsoft Azure cloud platform. Azure allows ComAround to handle rapid international growth by managing changing volumes of customer use of ComAround Knowledge™, and to manage regional regulations and increase reliability.

“We are proud to have become Microsoft Azure SQL Database Certified, giving us ability to prove the increased reliability and scalability of ComAround Knowledge,™ and to be able to meet the needs of our customers in international markets,” says Martin Wåger, Manager Development & Platform, ComAround. ”The ease of use of Microsoft Azure allows us to completely focus on adding customer value to ComAround Knowledge™.”

“Microsoft Azure along with Azure SQL Database are designed to support the critical needs of large global organizations,” says Tiffany Wissner, Senior Director of Product Marketing, Microsoft Data Platform. “We are pleased to see ComAround taking the extra step to certify their solution on Azure SQL Database which in turn extends the value of SQL Database via ComAround to global professional support organizations worldwide.”

ComAround Knowledge™ is integrated with ITSM tools and applications through the ComAround Connect platform built on Microsoft Azure API Management, for faster and more efficient support throughout the entire support flow. ComAround Knowledge™ is KCS Verified v5. The integrations supports all eight KCS principles.

About ComAround

ComAround specializes in knowledge management and self service. Professional support organizations around the world including the CDA, Stanford University, Rolls Royce, and hundreds of others, use the solution, ComAround Knowledge™, to automate and enhance their support delivery by capturing, structuring, and sharing knowledge throughout the organization. The tool is KCS Verified v5 and can be easily integrated with ITSM tools. ComAround’s specialists also provide KCS certification training.

The ComAround team, Lena Stormvinge, Magnus Holmqvist and Rob Matheson, had three intensive and inspiring days at the HDI 26th Annual World Conference and Expo in Orlando, Florida, in April. More than 2,400 elite professionals came together for the most comprehensive training conference in the Technical service and support industry.

“It was great meeting new and old colleagues in the support industry,” says Magnus Holmqvist, Founder and President, ComAround Inc. “This year, it was obvious that we had a lot of extra attention from delegates and industry experts, thanks to the recent KCS Verified v5 verification. Many people signed up for a demo of our market leading Knowledge Management tool.”

The requirements for obtaining KCS verification include being able to demonstrate extensive functionality and a technology platform that supports all eight KCS principles. KCS Verified v5 is the highest level of KCS verification, and in February 2016 ComAround’s Knowledge Management and Self-Service tool ComAround Knowledge™ was the first in Europe and the fourth in the world to be verified.

“The HDI conference was a great opportunity to present the latest KCS-related features of our solution, and to demonstrate how support organizations will benefit from working with the KCS methodology,” says Lena Stormvinge, KCS Trainer at ComAround.

We thank everyone who visited our booth for interesting and inspiring discussions.

In conjunction with the expo we are happy to announce the winners of our draws

Lena Stormvinge from ComAround and winner Linda Johnson from San Jacinto River Authority.

The winner of a pair of UrbandEars bluetooth headphones is Linda Johnson from San Jacinto River Authority.

The winner of an online KCS Foundation certification course is Cam Alexon, Director Client Services, University of Saskatchewan.

The growing knowledge methodology Knowledge Centered Support (KCS) is easier to adopt with support from a KCS Verified tool that supports all eight processes of the KCS Solve and Evolve Loop. Globally there are only four vendors that support all the KCS processes.

If you are practicing KCS, or plan to start practicing KCS and you don´t want to replace your existing ITSM tool, you can now easily integrate the KCS Verified tool ComAround Knowledge™ with your existing ITSM solution by using ComAround Connect. The ready made API-connectors integrate with your ITSM solution and help you get your KCS workflow up and running. Our KCS experts can show you how ComAround Knowledge™ integrates with your Incident Management and ITSM tool, and what you can do to support your KCS process and workflow more effectively.

Cherwell Software and ComAround deliver a fully integrated solution to help professional support organizations succeed with Knowledge Management, shift-left strategies, and automation of IT support.

With a strong partnership and collaborative effort, Cherwell Software™ and ComAround have developed a world class solution that empowers professional support organizations to work effectively with Knowledge Management and Self Service. Knowledge is created simultaneously while the service desk resolves their customers’ incidents. Through effective knowledge management, our customers achieve outstanding results with their shift-left strategies and with automation of their support delivery. The knowledge component, ComAround Knowledge™ is KCS-Verified by the Consortium for Service Innovation.

The verification means that the integrated solution now fully supports the Knowledge Centered Support (KCS) methodology. KCS is based on best practices that demonstrate how support organizations should work with Knowledge Management and Self Service. The requirements for obtaining KCS verification include the ability to demonstrate extensive functionality and a technology platform that supports all eight KCS principles.“KCS verification is extremely important for us. We firmly believe that the KCS methodology will change the way organizations manage knowledge, which will in turn support shift-left strategy efforts, and increase the level of automation in how support is delivered,” said Per Strand, CEO and ComAround Co-founder.

“With mApp™ Solutions, or “mergeable applications,” like the ComAround Knowledge™ Integration mApp, you can easily extend the Cherwell Service Management™ platform to accomplish extraordinary things,” said Dawson Stoops, Vice President of Strategic Alliances, Cherwell Software.

About Cherwell

A global leader in IT service management, Cherwell Software empowers IT to lead through the use of powerful and intuitive technology that enables better, faster, and more affordable innovation. The Cherwell Service Management™ platform is built from the ground up with a unique codeless architecture that enables rapid time to value, infinite flexibility, and frictionless upgrades every time—at a fraction of the cost and complexity of legacy solutions. Because of Cherwell’s focus on delivering a solution that is easy to configure, customize, and use, IT organizations extend Cherwell to solve a wide range of IT and business problems. With an unwavering commitment to putting customers first and being easy to do business with, Cherwell enjoys 98%+ customer satisfaction. Cherwell has a global network of expert partners serving customers in more than 40 countries. Corporate headquarters are in Colorado, USA, with global offices in the United Kingdom, Germany and Australia. www.cherwell.comContact: Dawson W. Stoops, Vice President of Strategic Alliances, Cherwell Software, dawson.stoops@cherwell.com, +1 719 367 9779

This verification is proof that ComAround Knowledge™ promotes support organizations’ Knowledge Management and Self Service efforts to help them succeed with their shift-left strategies and automation of the support they provide.

The verification means that the tool now fully supports the Knowledge Centered Support (KCS) method. KCS is a method based on best practise and shows in detail how support organizations should work with Knowledge Management and Self Service. In connection with the verification process, ComAround is changing the name of ComAround Zero™ to ComAround Knowledge™ in order to emphasize the tool’s primary purpose – to efficiently and smartly take advantage of and re-use knowledge in an organization.
ComAround Knowledge™ is the first in Europe to achieve the highest level of KCS verification – KCS Verified v5. The requirements for obtaining KCS verification include being able to demonstrate extensive functionality and a technology platform that supports all eight KCS principles. Previously, only three tools have been verified, including Oracle and SalesForce.

“KCS verification is extremely important for us because we firmly believe that the KCS method will change the way organizations manage knowledge, which will in turn support shift-left strategy efforts and increase the level of automation in how support is provided,” says Per Strand, CEO and one of the founders of ComAround.
The KCS method encourages teamwork at the service desk and facilitates more efficient case management and improved Self Service support.
“For those who have yet to embrace the KCS method or who are about to start, we have KCS specialists to guide you through and educate you on the method so you can achieve rapid results,” Per continues.

About ComAround

ComAround is a Knowledge Management and Self Service specialist. Professional support organizations worldwide use ComAround Knowledge™ to streamline the support they provide by collecting, structuring and sharing knowledge throughout the business. The tool is KCS Verified v5 and can be easily integrated with other ITSM tools thanks to ComAround Connect. ComAround’s expert are on hand to guide you through and educate you on Knowledge Management and KCS. www.comaround.com

About the Consortium for Service Innovation

The consortium is a nonprofit association of support and service organizations and is the initiator of the KCS method. www.serviceinnovation.org